The Invitation-Only Meeting for Customer Experience Executives in Banking, Financial Services, and Insurance in North America
June 02 - 03, 2025
| The Camby, Phoenix, USA
CX Exchange for BFSI Day 2
7:45 am - 8:15 am
REGISTRATION AND REFRESHMENTS
8:15 am - 8:25 am
Chairs' Opening Remarks
Michelle Levister Bozeman -
Executive Advisor, Consultant & Coach,
TBW Enterprises
BANKING AND FINANCIAL SERVICES STREAM
8:30 am - 9:00 am Keynote Presentation - Lessons In AI & Customer Insights From Fintech Smita Bhatnagar - Director Strategy & PMO, AffirmAffirm is one of the US's leading Fintech's, serving 19.5 million users and processing $26bn+ annually, they are leading the way in tech-driven customer engagement.
Through deploying MLP, AI, and chatbots, Affirm offer effective digital services which successfully serve customers and employees alike. Furthermore, achieving best-in-class delivery through a diverse, global team.
Join this session as we hear from Affirm's Director of Strategy & PMO, Smita Bhatnagar.
BANKING AND FINANCIAL SERVICES STREAM
9:00 am - 9:30 am Expert Case Study - Defining Customer Segmentation Strategies For An Efficient Market Ecosystem Jason Lazzerini - EVP Chief Digital Officer, Central Pacific BankJoin Central Pacific Bank's Chief Digital Officer, Jason Lazzerini, as he delves into strategies and approaches to prioritize and personalize your customer operations.
• Differentiating demands of desired customer segments
• Prioritizing customer touch-point channels to increase revenue potential
• Integrating models to support and direct your approach
• Utilizing big data to encourage effective decisions and drive customer engagement
INSURANCE STREAM
8:30 am - 9:00 am Keynote Presentation - Managing End-Users At Times Of Disasters & ClaimsCustomers have evolving needs and developing expectations accelerated by external industries, pressuring how insurance professionals deliver services.
Throughout this session we will highlight and explore how your organization can best approach end-users with an aligned valuable product, intertwined with empathetic
delivery.
• Delivering with empathy
• Providing teams with the right answers ahead of customer queries for confidence in
handling complaints
• Educating customers to be best equipped when managing insurance products
INSURANCE STREAM
9:00 am - 9:30 am Expert Case Study - Instilling Confidence In Customers James Legeman - Head of Customer Experience, Pacific LifeFor most consumers, insurers are only contacted in moments of vulnerability where empathy is the key component from customer experience professionals. However,
what if your customer relationships stretched beyond this by establishing a legacyfree platform frequently engaging customers with your product?
This case study explores how integrating data and modern technology into customer platforms will support deep integration and accelerate consumer confidence in both
your products and your brand.
9:35 am - 10:05 am
Partner Presentation - Reserved for Foundever
10:10 am - 10:40 am
Expert Think Tank - Measuring The Success Of Your End-To-End Performance For Process Improvement
David Hall -
SVP, Director Digital Experience, Innovation & Technology,
Bank of Hawaii
10:45 am - 11:15 am
NETWORKING AND COFFEE
11:20 am - 11:50 am
Expert Think Tank - Excelling Performance & Increasing Revenue Without Sacrificing Customer Or Employee Experience
David Hall -
SVP, Director Digital Experience, Innovation & Technology,
Bank of Hawaii
• Establishing a continuous feedback look from your customer-facing teams
• Centralizing your systems for immediate action and reduced query times
• Offering a supportive service that retain employees whilst ensuring customer loyalty
10:10 am - 10:40 am
1:1 BUSINESS MEETINGS
10:45 am - 11:15 am
1:1 BUSINESS MEETINGS
11:20 am - 11:50 am
1:1 BUSINESS MEETINGS
11:55 am - 11:55 am
EXPERT-LED ROUNDTABLES
11:55 am - 12:40 pm
ROUND TABLE ONE - How Can Conversational AI Be Your Most Cost-Effective AI Tool?
11:55 am - 12:40 pm
ROUND TABLE TWO - How To Drive Employee Experience Through Engaging Them At The Core?
Kristin Bundy -
Director Client Service & Support,
Charles Schwab
11:55 am - 12:40 pm
ROUND TABLE THREE - How Should You Manage Customer Segments In A Highly Regulated Industry?
11:55 am - 12:40 pm
ROUND TABLE FOUR - Why Does Your Voice Of Customer Feedback Determine The Effectiveness Of Your Decision-Making?
12:40 pm - 1:10 pm
PARTNER PRESENTATION - RESERVED FOR FORSTA
1:15 pm - 1:45 pm
Expert Think Tank - Analytics In Driving Digital Experience
• Leveraging insights for customer acquisition, onboarding and engagement
• Implementing data-driven strategies
• Creating an experimentation-first culture
11:20 am - 11:50 am
1:1 BUSINESS MEETINGS
1:45 pm - 2:15 pm
NETWORKING LUNCH BREAK
2:30 pm - 3:00 pm
NETWORKING AND COFFEE
2:30 pm - 3:00 pm
1:1 BUSINESS MEETINGS
3:00 pm - 3:30 pm
EXPERT CASE STUDY The Missing Link: Identifying The ‘Customer-Centric’ Gaps In Your Organization Which Are Hindering Enterprise-Wide Transformation
Teams are progressively recognizing that customer-centricity sits beyond your customer experience teams to the wider business. Without prioritizing your customers
and target markets, from design to action to implementation, your organization will continuously struggle to maximize profitability from your customer base.
These insights will offer expertise to develop how we cooperate with wider teams to attain maximum ROI from investing into understanding your customers.
• Ensuring customers are at the core of your organization through top-down end-user promotion
• Educating employees across departments to form an understanding to enhance their roles
• Offering internal solutions which make customer-centricity the go-to alternative for your teams
3:30 pm - 4:00 pm
CLOSING KEYNOTE PRESENTATION - Ensuring Every Decision Is Considered Through A Customer-Lens
Individual employees require the tools to effectively and efficiently utilize customer insights when achieving a customer-profitability equilibrium. Through data-first education and enterprise-wide accessibility, teams can deliver solutions, internally and externally, aligned with end-user requirements.
Through various cross-sector perspectives, this session will support you in identifying approaches and practices to guarantee customers are at the forefront for every team.
• Centralizing customer insights for enterprise-wide accessibility
• Educating your employees to effectively utilize existing customer information
• Circulating feedback, successes and customer priorities for continuous education
